Refund & Return Policy

Last Updated: 13 July 2026

At Annora Fresh, we take reasonable care to ensure that our commodity and food products are packed safely and delivered in good condition.

This Refund and Return Policy explains the circumstances in which an order may be cancelled, returned, replaced, or refunded.

By purchasing products through annorafresh.com, you agree to the terms stated in this policy.

1. Eligibility for Returns or Replacement

You may request a return, replacement, or refund if:

  • You received an incorrect product
  • The delivered quantity does not match your confirmed order
  • The product was damaged or leaking at the time of delivery
  • The package was opened or visibly tampered with before delivery
  • The product was expired at the time of delivery
  • The product has a serious quality or contamination issue
  • An item shown on the invoice was missing from the shipment
  • The product is materially different from the confirmed specification

Natural variations in the colour, size, shape, texture, or appearance of agricultural commodities will not normally be considered defects.

2. Reporting an Issue

Any delivery-related issue should be reported within 48 hours of receiving the order.

To submit a request, contact us with:

  • Your name
  • Order or invoice number
  • Registered mobile number
  • Product name
  • Quantity affected
  • Clear explanation of the issue
  • Photographs of the product
  • Photographs of the outer and inner packaging
  • Batch number and package label
  • Unboxing video, where available

Requests submitted after the reporting period may not be accepted unless the product issue could not reasonably have been identified earlier or applicable law requires otherwise.

3. Conditions for Return

To be eligible for an approved return, the product should generally be:

  • Unused and unconsumed
  • Unopened, unless the defect was discovered after opening
  • In its original packaging
  • Returned with all labels, seals, and packaging materials
  • Accompanied by the invoice or proof of purchase
  • Stored appropriately after delivery

Please do not send any product back without receiving return approval from Annora Fresh.

Products returned without prior approval may not be accepted or refunded.

4. Food and Commodity Products

Because Annora Fresh supplies food and agricultural commodity products, we cannot generally accept returns for a change of mind after a package has been opened, used, consumed, repacked, or improperly stored.

Opened products may only qualify for return, replacement, or refund where there is a verified issue such as:

  • Contamination
  • Infestation present at delivery
  • Expired product
  • Incorrect product
  • Serious quality defect
  • Damaged or compromised packaging
  • Product that is unsafe or unfit for its intended use

Customers must store products according to the instructions printed on the packaging.

We are not responsible for deterioration caused after delivery by moisture, heat, insects, contamination, mishandling, improper storage, or failure to follow storage instructions.

5. Non-Returnable Products

A return or refund may not be available for:

  • Products returned only because the customer changed their mind
  • Opened, partially consumed, or used food products without a verified defect
  • Products damaged after delivery
  • Products stored in unsuitable conditions
  • Products without original packaging or identification labels
  • Products purchased from an unauthorised third-party seller
  • Products returned without proof of purchase
  • Products altered, repacked, mixed, processed, or resold by the customer
  • Products purchased under final-sale or clearance conditions, unless defective
  • Custom-packed or specially sourced bulk orders
  • Minor natural variations in agricultural commodities
  • Orders refused without a valid reason

This section does not restrict any right or remedy that cannot legally be excluded.

6. Incorrect or Missing Products

If you receive an incorrect product or an item is missing from your order, notify us within 48 hours of delivery.

After verification, we may:

  • Send the correct product
  • Dispatch the missing quantity
  • Replace the affected item
  • Issue store credit
  • Provide a partial or full refund

You may be required to return an incorrectly delivered product before a replacement or refund is processed.

7. Damaged or Tampered Packages

Please inspect the shipment before accepting it whenever possible.

If the package appears severely damaged, leaking, opened, or tampered with, you should:

  • Refuse the delivery where reasonably possible
  • Take photographs or video of the package
  • Inform the delivery person
  • Contact Annora Fresh promptly

If damage is discovered after accepting the order, keep the product and all packaging materials until your complaint has been reviewed.

8. Quality Complaints

For a product-quality complaint, please provide:

  • Product name
  • Batch or lot number
  • Packing or manufacturing date
  • Best-before or expiry date
  • Details of how the product was stored
  • Clear photographs or video
  • Description of the issue
  • Remaining quantity of the product

We may request that you preserve the affected product for inspection, collection, testing, or investigation.

The available resolution will depend on the product condition, evidence provided, nature of the complaint, and findings of our review.

9. Return Approval

Submitting a return request does not automatically mean that it has been approved.

We will review the information and may:

  • Approve the request
  • Request additional photographs or information
  • Arrange collection of the product
  • Ask you to ship the product to a specified address
  • Inspect or test the product
  • Reject the request with an explanation

The customer must not dispose of the affected product until the complaint has been resolved, unless retaining it would be unsafe.

10. Return Shipping

Where the return is approved because Annora Fresh supplied a damaged, defective, expired, missing, or incorrect product, we will generally arrange collection or bear reasonable return-shipping costs.

If a discretionary return is accepted for a reason not caused by Annora Fresh, return-shipping and handling costs may be paid by the customer.

The return method and address will be communicated after approval.

11. Replacements

An approved replacement will be subject to product availability.

Where the same product is unavailable, we may offer:

  • A comparable replacement
  • A different pack size
  • Store credit
  • A partial refund
  • A full refund

We will obtain your approval before supplying a materially different replacement.

Replacement delivery time may depend on stock availability and the customer’s location.

12. Refunds

Once an approved return or refund request has been verified, the refund will be processed through:

  • The original payment method
  • Bank transfer
  • UPI
  • Store credit
  • Another mutually agreed method

Original shipping charges may be refunded where the complete order was incorrect, damaged, defective, expired, or undeliverable because of an issue caused by Annora Fresh.

Shipping, return, handling, or payment-processing charges may be deducted where legally permitted and where the return resulted from:

  • Incorrect customer information
  • Customer unavailability
  • Unjustified refusal of delivery
  • An accepted discretionary return
  • A failed delivery caused by the customer

Any applicable deduction will be communicated before the refund is processed.

13. Refund Processing Time

Approved refunds are generally initiated within 7 business days after:

  • The returned product has been received and inspected; or
  • The refund has been approved without requiring a physical return

After initiation, the time required for the amount to appear in your account will depend on your bank, card issuer, UPI provider, or payment gateway.

Annora Fresh is not responsible for delays caused solely by the customer’s financial institution or payment provider.

14. Cash-on-Delivery Refunds

Refunds for cash-on-delivery orders cannot normally be issued in cash.

The customer may be asked to provide:

  • Account holder’s name
  • Bank account number
  • Bank name
  • IFSC code
  • UPI ID
  • Cancelled cheque or other verification, where necessary

The customer is responsible for providing correct refund details.

Annora Fresh will not be responsible for a failed or incorrect transfer caused by inaccurate information supplied by the customer.

15. Order Cancellation

You may request cancellation before the order has been packed or dispatched.

Cancellation may not be possible after the order has been:

  • Packed
  • Prepared specifically for the customer
  • Handed over to a courier or transporter
  • Dispatched
  • Delivered

To request cancellation, contact us with your order number as soon as possible.

Submitting a cancellation request does not guarantee that the order can be cancelled.

16. Cancellation by Annora Fresh

We may cancel an order because of:

  • Product unavailability
  • Incorrect pricing or product information
  • Payment failure
  • Invalid delivery details
  • Delivery restrictions
  • Suspected fraud
  • Unusually large or unauthorised quantities
  • Quality-control concerns
  • Circumstances beyond our reasonable control

Where we cancel a prepaid order, the applicable amount will be refunded through the original payment method or another agreed method.

17. Bulk and Commercial Orders

Bulk, wholesale, distributor, reseller, institutional, customised, or specially packed orders may be subject to separate return and refund conditions.

Such orders may not be cancelled or returned after:

  • Procurement has begun
  • Products have been specially sourced
  • Custom packaging has been prepared
  • Production or processing has started
  • Transport has been arranged
  • The order has been dispatched

Any return, quantity tolerance, inspection period, quality specification, cancellation charge, or refund condition stated in an accepted quotation, purchase order, invoice, or written agreement will apply to that transaction.

Customers should inspect commercial shipments promptly and record any shortage or visible damage on the delivery document.

18. Promotional and Discounted Orders

For products purchased under a promotion, bundle, discount, coupon, or special offer:

  • Refunds will be based on the amount actually paid
  • Free promotional items may need to be returned
  • Bundle discounts may be recalculated if only part of the order is returned
  • Coupons and promotional benefits may not be restored

Defective or incorrect promotional products remain eligible for an appropriate resolution in accordance with this policy and applicable law.

19. Refund Abuse and Fraud

We may reject or investigate requests involving:

  • False claims
  • Altered photographs or documents
  • Repeated excessive refund requests
  • Product substitution
  • Deliberate product damage
  • Return of a different product
  • Fraudulent payment disputes
  • Misuse of promotional offers

We may suspend an account or refuse future orders where there is reasonable evidence of fraud, abuse, or policy misuse.

20. Exchanges

Direct product exchanges may not always be available.

Where an exchange is approved, it may be processed as:

  1. A return or cancellation of the original product; and
  2. A new order for the replacement product.

Any price difference, shipping charge, or tax adjustment may need to be paid or refunded separately.

21. Products Purchased from Third Parties

This policy applies only to products purchased directly from Annora Fresh through our website or authorised sales channels.

Products purchased through another retailer, marketplace, distributor, or reseller must normally be returned through the original seller and according to that seller’s policy.

22. Statutory Consumer Rights

Nothing in this policy excludes or limits any statutory right, guarantee, remedy, or protection available to a customer under applicable Indian law.

Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

23. Policy Changes

We may update this Refund and Return Policy to reflect changes in our products, operations, delivery services, or legal requirements.

The revised policy will be published on this page with an updated “Last Updated” date.

Changes will not unfairly affect an eligible request relating to an order placed before the revised policy was published.

24. Contact Us

For cancellation, return, replacement, refund, or product-quality assistance, contact:

Annora Fresh
B-27, New Market Yard, Bedi,
Morbi Highway, Rajkot – 360003,
Gujarat, India

Email: care@annorafresh.com
Phone: +91 99241 16451
Website: annorafresh.com

When contacting us, please include your order or invoice number and complete details of the issue.